Calling with International Phones

Symptom

Phone numbers within certain jurisdictions are not available for purchase within Outreach. To place calls with a number from one of these countries, users must import a phone number hosted by another carrier into Outreach. Saudi Arabian phone numbers, for instance, cannot be purchased within Outreach, but if a user has a Saudi Arabian mobile phone, that number can be imported into and used within Outreach as if it was an American or Canadian cell phone.

Applies To

• Outreach Voice

• Phone number purchasing

Resolution

Phone numbers from most jurisdictions can be imported into Outreach and used successfully to place calls within the Outreach platform. 

There are certain jurisdictions that are worth special note here:

• Qatar phone numbers cannot be imported into Outreach or purchased within Outreach.
• United Arab Emirates (UAE) phone numbers can be imported into Outreach, but will not function properly. The UAE government does not want "spoofing" of calls, and will block calls, report the number, and potentially lock the number permanently, if used to place calls through a VoIP tool like Outreach. UAE number cannot be purchased within Outreach. We recommend calling into the UAE with another number in a different jurisdiction, (importing a Saudi Arabian number, for instance, or purchasing an Algerian or Israeli number.)
• Singaporean phone numbers can be imported into Outreach, but will not function. Singaporean numbers must be purchased within Outreach directly. The government of Singapore does not want "spoofing" of phone calls, so has introduced legislation that makes placing calls with an imported phone impossible.
• Irish phone numbers can be imported into Outreach, but will not function. Irish numbers must be purchased within Outreach directly.
• Iranian phone numbers cannot be imported into Outreach or purchased within Outreach, due to existing governmental sanctions

Certain jurisdictions, (Sudan, Syria, Yemen, Ukraine among others) given ongoing crises in their borders, likely have such poor local infrastructure that phone numbers imported from those countries likely will not be functional. 

Cause

Twilio, is actively increasing the number of jurisdictions where they can offer numbers, but as this involves Twilio working with regulatory agencies in every different country, that process is somewhat slow moving.

NOTE

This is not considered an exhaustive list, questions about whether a specific jurisdiction's phone numbers can be imported into Outreach and used successfully should be directed to Outreach Support.